Customer Service Advocate - job 1 of 3

Millennium Health LLC is an accredited specialty laboratory with more than a decade of experience in medication monitoring and drug testing services, helping clinicians monitor the use and misuse of prescription medications and illicit drugs. The testing is used by healthcare professionals to obtain objective information about patients’ recent use of prescription medications and/or illicit drugs and helps monitor the effectiveness of treatment plans.

The Customer Service Advocate (CSA) works in a Service Center environment and is the primary point of contact for inbound calls, Live Chat inquiries, and customer support cases. The CSA’s daily objective is to provide a superior customer experience by collaborating with multiple cross-functional operations teams to resolve customer issues.  Customer support tasks include, but are not limited to: new client set up, account and specimen management, clinical and billing support, shipping, equipment, and supply inquiries. The ideal candidate will possess healthcare administrative and clerical support experience, be a self-starter, and thrive in a fast-paced, customer-centric environment. 

Essential Functions

The following are intended to be examples of the tasks for which the person in this position is responsible.  These tasks are not intended to be complete or all-inclusive and do not preclude management from assigning other or related tasks and projects for which the individual has demonstrated competency through performance.

• Successfully and effectively address all calls and cases received in the Service Center.  
• Maintain accurate call records of customer interactions or transactions, including recording details of inquiries, complaints, or comments, to include action steps taken to resolve the reason for the call.
• Perform outbound calls to obtain information to complete specimen or billing processing and/or investigate order issues.
• Process and facilitate requests for amended reports, add-on tests, cancellation requests, and data entry errors.
• Access, enter, update, and maintain accurate customer account information in Laboratory Information System, CRM, and other software platforms while speaking with the caller in real time.
• Provide technical support for MH customer portal.
• Route calls and cases to other departments when appropriate.
• Ensure HIPAA, Confidentiality, and compliance policies, procedures, and standards are always adhered to.
• Accurately process new client registrations, service contracts, customer agreements, and practice update forms.  
• Utilize subject matter expertise to proactively identify customer training opportunities.
• Effectively build rapport with diverse internal and external customer base.
• Maintain competencies required for the position and specific areas assigned.
• Ability to ensure administrative, physical, and technical cybersecurity controls are always adhered to.
• Perform other duties and special projects as assigned.

• Associate's degree or equivalent experience required

• Bachelor’s degree highly preferred
• Minimum of 1-2 years in customer service, or a similar role where ownership of managing the customer experience was emphasized. Healthcare/biotech experience preferred
• Advanced customer service, problem-solving, critical thinking, and interpersonal skills with a focus on quality and professionalism.
• Ability to effectively address heavy inbound calls, Live Chat, and email volume.
• Ability to follow and adhere to Standard Operating Procedures (SOPs) and/or department policies.
• Ability to effectively communicate both verbally and in writing with customers, partners, and peers.
• Strong attention to detail with the ability to find and correct mistakes.
• Ability to multi-task, prioritize, and follow through on tasks, projects, and assignments.
• Self-starter, capable of working independently and collaboratively.
• Flexible and adaptable with changing business needs.
• Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
• Comfortable with the use of telephony systems.
• Previous experience using Salesforce and/or CRM solution database is a plus.
• Regular and reliable attendance.

• Medical, Dental, Vision, Disability Insurance 
• 401k with Company Match  
• Paid Time off and Holidays 
• Tuition Assistance 
• Behavioral and Health Care Resources 

Potential Hiring Range:

• Pay Range:  $21-$24/ hour
• Compensation offered is dependent on qualifications, experience, and geographical location.

Millennium Health is an Equal Opportunity/Affirmative Action Employer and E-Verify participant. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.

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